{
  "ucid": "21112178954991781",
  "call_date": "2026-09-16",
  "start_time": "2026-09-16 14:41:57",
  "end_time": "2026-09-16 14:44:12",
  "duration_sec": 135,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "General Enquiry",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA4216788ef2a2fd97f0143f536631fe9d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1740,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178954991781__DIA4216788ef2a2fd97f0143f536631fe9d.mp3",
  "audio_bytes": 334584,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 111.528,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[2s] CUSTOMER: Yes.   (हां.)\n[2s] AGENT: Sir, I was calling from JSW.   (सर JSW से बात कर रहा था मैं।)\n[3s] CUSTOMER: Yes.   (हां.)\n[4s] AGENT: Uh sir, your account was registered on our portal, so I had called regarding that, sir. Just to understand, is there any requirement for sheet metals live right now for this month?   (अह सर अपना अकाउंट रजिस्टर्ड था हमारे पोर्टल पे, सो उसके रिगार्डिंग मैंने कॉल किया था सर। Just to understand, कुछ रिक्वायरमेंट है सर sheet metals में लाइव अभी ये month के लिए?)\n[9s] CUSTOMER: No, we do have requirements, but we are not getting a proper response from your side.   (નહીં, રહેતી હૈ પણ આપકે યહાં સે કોઈ રિસ્પોન્સ પ્રોપર નહીં મિલ રહા હૈ.)\n[12s] AGENT: Okay.   (अच्छा।)\n[13s] CUSTOMER: So it's not enjoyable to work.   (તો કુછ મજા નહીં આ રહા હૈ વર્ક કરને કા.)\n[15s] AGENT: Okay, what issue are you facing, sir?   (अच्छा, क्या इशू आ रहा है सर?)\n[16s] CUSTOMER: I had told you, there is no proper response from your side.   (બતાયા થા આપકો, કોઈ મતલબ પ્રોપર રિસ્પોન્સ હી નહીં હૈ આપકે યહાં સે.)\n[18s] AGENT: Okay, meaning...   (अच्छा, मतलब...)\n[19s] CUSTOMER: There is still no proper response, then after the offer is gone, a call back comes from your side asking what happened.   (કોઈ કોઈ અભી ભી પ્રોપર રિસ્પોન્સ ભી નહીં, ફિર ઓફર જાને કે બાદ ફિર આપકે યહાં સે કોલ બેક આતા હૈ કી ક્યા હુઆ.)\n[24s] AGENT: Hmm hmm.   (हम्म हम्म।)\n[24s] AGENT: That's what I said, that let me try talking to you once to see what...   (वही मैं बोला कि एक बार मैं बात करके देखता हूं आपसे कि क्या...)\n[27s] CUSTOMER: No, I mean, every time I talk to a different person, it's not enjoyable.   (નહીં, બહોત મતલબ હર બાર અલગ અલગ બંદે સે બાત હોતી હૈ, કુછ મજા નહીં આતા.)\n[30s] AGENT: Sir, see, how it is, it's an online portal, right sir, so the team keeps changing. Sometimes the account is in someone's bucket or something like that. But yes, if a response is not coming, I can check that.   (सर देखिए, कैसा है कि ऑनलाइन पोर्टल है ना सर, तो मतलब टीम तो चेंज होती रहती है। कभी किसी के बकेट में रहता है अकाउंट या कुछ ऐसा रहता है। But हां, यह है कि रिस्पांस अगर नहीं आ रहा है तो मैं उसको चेक कर सकता हूं मैं।)\n[36s] AGENT: Because as I can see, last time you also...   (क्योंकि जैसे मैं देख पा रहा हूं लास्ट टाइम भी आपने जो...)\n[37s] CUSTOMER: We talked four or five times and no solution came. After that, we even bought 50-60 tonnes.   (ચાર પાંચ બાર બાત હો ગયા ઔર કુછ સોલ્યુશન નહીં આયા. ઉસકે બાદ તો હમને 50-60 ટન લે ભી લિયા.)\n[41s] CUSTOMER: I mean, it's not properly enjoyable to work.   (મતલબ પ્રોપર નહીં મજા આ રહા હૈ કામ કરને મેં.)\n[43s] AGENT: Hmm hmm hmm.   (हम्म हम्म हम्म।)\n[44s] CUSTOMER: Previously also, something was finalized, the payment terms were also done, then it was said that no, credit will not be available. Now you will have to do it against PI.   (આગે ભી મતલબ કુછ ફાઇનલ હુઆ થા, પેમેન્ટ ટર્મ્સ કા ભી હો ગયા થા, ફિર બોલા કી નહીં, ક્રેડિટ નહીં હોગા. અભી આપકો અગેન્સ્ટ પીઆઈ કરના પડેગા.)\n[50s] AGENT: Correct, yes.   (Correct, हां।)\n[50s] CUSTOMER: It's done.   (હો ગયા.)\n[51s] CUSTOMER: I mean, every time some new new terms and all are coming up.   (મતલબ હર બાર કોઈ મતલબ નયા નયા ટર્મ્સ ઔર વો આ રહા હૈ.)\n[54s] AGENT: Understood.   (समझ गया।)\n[55s] AGENT: Okay sir. If you ever feel you can give us some business, then please let us know, sir.   (ठीक है सर। अगर कभी लगता है आपको हमें कुछ दे सकते हैं तो आप बताइएगा सर।)\n[58s] CUSTOMER: Okay, okay.\n[59s] AGENT: Thank you.",
  "language": "Gujarati",
  "languages": "[\"Gujarati\", \"Hindi\", \"English\"]",
  "turn_count": 29,
  "connected": 1,
  "audio_notes": "clear: Some background chatter on the agent's side, but the main speakers are clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "29 turns, clean transcript (0% inaudible)",
  "band_language": "Gujarati",
  "label_contradiction": 0,
  "status": "ok",
  "model": "gemini-2.5-pro",
  "rubric_version": "1.0.0",
  "exclusion_reason": null,
  "pitch_type_detected": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer raises a past service issue, acknowledge it, but then pivot back to the script to regain control and solve their current need.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "mfg_flag": 0,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a customer who immediately raised complaints about poor responsiveness and a last-minute change in payment terms on a previous inquiry. The agent acknowledged the issues but failed to resolve them or pivot the conversation back to a sales process. The call ended with no next steps after the customer expressed their dissatisfaction.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified JSW but did not ask for permission to speak before asking about requirements.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was immediately derailed by a customer complaint, and the agent never delivered a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any discovery questions; the conversation was entirely about the customer's past negative experience.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent asked if a requirement exists but failed to capture any details after the customer confirmed they have needs.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a generic 'call us if you need anything,' not a committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises a past service issue, acknowledge it, but then pivot back to the script to regain control and solve their current need.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"we are not getting a proper response from your side.\", \"response\": \"Sir see, how it is, it's an online portal, right sir, so the team keeps changing.\"}, {\"obj_type\": \"credit\", \"state\": \"mishandled\", \"evidence\": \"the payment terms were also done, then it was said that no, credit will not be available. Now you will have to do it against PI.\", \"response\": \"Correct, yes.\"}], \"call_summary\": \"The agent contacted a customer who immediately raised complaints about poor responsiveness and a last-minute change in payment terms on a previous inquiry. The agent acknowledged the issues but failed to resolve them or pivot the conversation back to a sales process. The call ended with no next steps after the customer expressed their dissatisfaction.\"}",
  "error": null,
  "latency_ms": 36649,
  "input_tokens": 3738,
  "output_tokens": 818,
  "created_at": "2026-09-25 12:10:17",
  "sentiment": "neutral",
  "sentiment_score": -0.12,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 4,
  "lex_hits": 15,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.444,
  "agent_talk_sec": 23.8,
  "customer_talk_sec": 29.8,
  "dead_air_sec": 81.4,
  "longest_monologue_sec": 7.7,
  "agent_wpm": 352.9,
  "interruptions": 0,
  "agent_turns": 15,
  "customer_turns": 14,
  "discovery_qs": 2,
  "words_agent": 140,
  "words_customer": 147,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178954991781",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.8,
      "end_s": 1.1,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178954991781",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.1,
      "end_s": 1.5,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178954991781",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.7,
      "end_s": 2.0,
      "text_en": "Yes.",
      "text_native": "हां."
    },
    {
      "ucid": "21112178954991781",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.2,
      "end_s": 3.2,
      "text_en": "Sir, I was calling from JSW.",
      "text_native": "सर JSW से बात कर रहा था मैं।"
    },
    {
      "ucid": "21112178954991781",
      "idx": 4,
      "speaker": "customer",
      "start_s": 3.3,
      "end_s": 3.6,
      "text_en": "Yes.",
      "text_native": "हां."
    },
    {
      "ucid": "21112178954991781",
      "idx": 5,
      "speaker": "agent",
      "start_s": 3.9,
      "end_s": 8.8,
      "text_en": "Uh sir, your account was registered on our portal, so I had called regarding that, sir. Just to understand, is there any requirement for sheet metals live right now for this month?",
      "text_native": "अह सर अपना अकाउंट रजिस्टर्ड था हमारे पोर्टल पे, सो उसके रिगार्डिंग मैंने कॉल किया था सर। Just to understand, कुछ रिक्वायरमेंट है सर sheet metals में लाइव अभी ये month के लिए?"
    },
    {
      "ucid": "21112178954991781",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.9,
      "end_s": 11.8,
      "text_en": "No, we do have requirements, but we are not getting a proper response from your side.",
      "text_native": "નહીં, રહેતી હૈ પણ આપકે યહાં સે કોઈ રિસ્પોન્સ પ્રોપર નહીં મિલ રહા હૈ."
    },
    {
      "ucid": "21112178954991781",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.0,
      "end_s": 12.5,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178954991781",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.8,
      "end_s": 15.0,
      "text_en": "So it's not enjoyable to work.",
      "text_native": "તો કુછ મજા નહીં આ રહા હૈ વર્ક કરને કા."
    },
    {
      "ucid": "21112178954991781",
      "idx": 9,
      "speaker": "agent",
      "start_s": 15.2,
      "end_s": 15.9,
      "text_en": "Okay, what issue are you facing, sir?",
      "text_native": "अच्छा, क्या इशू आ रहा है सर?"
    },
    {
      "ucid": "21112178954991781",
      "idx": 10,
      "speaker": "customer",
      "start_s": 15.9,
      "end_s": 18.2,
      "text_en": "I had told you, there is no proper response from your side.",
      "text_native": "બતાયા થા આપકો, કોઈ મતલબ પ્રોપર રિસ્પોન્સ હી નહીં હૈ આપકે યહાં સે."
    },
    {
      "ucid": "21112178954991781",
      "idx": 11,
      "speaker": "agent",
      "start_s": 18.3,
      "end_s": 18.8,
      "text_en": "Okay, meaning...",
      "text_native": "अच्छा, मतलब..."
    },
    {
      "ucid": "21112178954991781",
      "idx": 12,
      "speaker": "customer",
      "start_s": 19.3,
      "end_s": 23.5,
      "text_en": "There is still no proper response, then after the offer is gone, a call back comes from your side asking what happened.",
      "text_native": "કોઈ કોઈ અભી ભી પ્રોપર રિસ્પોન્સ ભી નહીં, ફિર ઓફર જાને કે બાદ ફિર આપકે યહાં સે કોલ બેક આતા હૈ કી ક્યા હુઆ."
    },
    {
      "ucid": "21112178954991781",
      "idx": 13,
      "speaker": "agent",
      "start_s": 23.7,
      "end_s": 24.0,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178954991781",
      "idx": 14,
      "speaker": "agent",
      "start_s": 24.5,
      "end_s": 26.8,
      "text_en": "That's what I said, that let me try talking to you once to see what...",
      "text_native": "वही मैं बोला कि एक बार मैं बात करके देखता हूं आपसे कि क्या..."
    },
    {
      "ucid": "21112178954991781",
      "idx": 15,
      "speaker": "customer",
      "start_s": 26.8,
      "end_s": 29.5,
      "text_en": "No, I mean, every time I talk to a different person, it's not enjoyable.",
      "text_native": "નહીં, બહોત મતલબ હર બાર અલગ અલગ બંદે સે બાત હોતી હૈ, કુછ મજા નહીં આતા."
    },
    {
      "ucid": "21112178954991781",
      "idx": 16,
      "speaker": "agent",
      "start_s": 29.5,
      "end_s": 35.5,
      "text_en": "Sir, see, how it is, it's an online portal, right sir, so the team keeps changing. Sometimes the account is in someone's bucket or something like that. But yes, if a response is not coming, I can check that.",
      "text_native": "सर देखिए, कैसा है कि ऑनलाइन पोर्टल है ना सर, तो मतलब टीम तो चेंज होती रहती है। कभी किसी के बकेट में रहता है अकाउंट या कुछ ऐसा रहता है। But हां, यह है कि रिस्पांस अगर नहीं आ रहा है तो मैं उसको चेक कर सकता हूं मैं।"
    },
    {
      "ucid": "21112178954991781",
      "idx": 17,
      "speaker": "agent",
      "start_s": 35.5,
      "end_s": 37.2,
      "text_en": "Because as I can see, last time you also...",
      "text_native": "क्योंकि जैसे मैं देख पा रहा हूं लास्ट टाइम भी आपने जो..."
    },
    {
      "ucid": "21112178954991781",
      "idx": 18,
      "speaker": "customer",
      "start_s": 37.2,
      "end_s": 40.5,
      "text_en": "We talked four or five times and no solution came. After that, we even bought 50-60 tonnes.",
      "text_native": "ચાર પાંચ બાર બાત હો ગયા ઔર કુછ સોલ્યુશન નહીં આયા. ઉસકે બાદ તો હમને 50-60 ટન લે ભી લિયા."
    },
    {
      "ucid": "21112178954991781",
      "idx": 19,
      "speaker": "customer",
      "start_s": 41.0,
      "end_s": 43.2,
      "text_en": "I mean, it's not properly enjoyable to work.",
      "text_native": "મતલબ પ્રોપર નહીં મજા આ રહા હૈ કામ કરને મેં."
    },
    {
      "ucid": "21112178954991781",
      "idx": 20,
      "speaker": "agent",
      "start_s": 43.3,
      "end_s": 43.8,
      "text_en": "Hmm hmm hmm.",
      "text_native": "हम्म हम्म हम्म।"
    },
    {
      "ucid": "21112178954991781",
      "idx": 21,
      "speaker": "customer",
      "start_s": 44.0,
      "end_s": 49.5,
      "text_en": "Previously also, something was finalized, the payment terms were also done, then it was said that no, credit will not be available. Now you will have to do it against PI.",
      "text_native": "આગે ભી મતલબ કુછ ફાઇનલ હુઆ થા, પેમેન્ટ ટર્મ્સ કા ભી હો ગયા થા, ફિર બોલા કી નહીં, ક્રેડિટ નહીં હોગા. અભી આપકો અગેન્સ્ટ પીઆઈ કરના પડેગા."
    },
    {
      "ucid": "21112178954991781",
      "idx": 22,
      "speaker": "agent",
      "start_s": 49.6,
      "end_s": 50.2,
      "text_en": "Correct, yes.",
      "text_native": "Correct, हां।"
    },
    {
      "ucid": "21112178954991781",
      "idx": 23,
      "speaker": "customer",
      "start_s": 50.2,
      "end_s": 50.5,
      "text_en": "It's done.",
      "text_native": "હો ગયા."
    },
    {
      "ucid": "21112178954991781",
      "idx": 24,
      "speaker": "customer",
      "start_s": 50.8,
      "end_s": 53.5,
      "text_en": "I mean, every time some new new terms and all are coming up.",
      "text_native": "મતલબ હર બાર કોઈ મતલબ નયા નયા ટર્મ્સ ઔર વો આ રહા હૈ."
    },
    {
      "ucid": "21112178954991781",
      "idx": 25,
      "speaker": "agent",
      "start_s": 53.6,
      "end_s": 54.1,
      "text_en": "Understood.",
      "text_native": "समझ गया।"
    },
    {
      "ucid": "21112178954991781",
      "idx": 26,
      "speaker": "agent",
      "start_s": 54.8,
      "end_s": 58.2,
      "text_en": "Okay sir. If you ever feel you can give us some business, then please let us know, sir.",
      "text_native": "ठीक है सर। अगर कभी लगता है आपको हमें कुछ दे सकते हैं तो आप बताइएगा सर।"
    },
    {
      "ucid": "21112178954991781",
      "idx": 27,
      "speaker": "customer",
      "start_s": 58.3,
      "end_s": 58.9,
      "text_en": "Okay, okay.",
      "text_native": "Okay, okay."
    },
    {
      "ucid": "21112178954991781",
      "idx": 28,
      "speaker": "agent",
      "start_s": 59.3,
      "end_s": 59.8,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178954991781",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified JSW but did not ask for permission to speak before asking about requirements."
    },
    {
      "ucid": "21112178954991781",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was immediately derailed by a customer complaint, and the agent never delivered a hook."
    },
    {
      "ucid": "21112178954991781",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent did not ask any discovery questions; the conversation was entirely about the customer's past negative experience."
    },
    {
      "ucid": "21112178954991781",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No discovery was performed, and no USPs were pitched."
    },
    {
      "ucid": "21112178954991781",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent asked if a requirement exists but failed to capture any details after the customer confirmed they have needs."
    },
    {
      "ucid": "21112178954991781",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended with a generic 'call us if you need anything,' not a committed next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178954991781",
      "obj_type": "credit",
      "state": "mishandled",
      "evidence": "the payment terms were also done, then it was said that no, credit will not be available. Now you will have to do it against PI.",
      "response": "Correct, yes."
    },
    {
      "ucid": "21112178954991781",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "we are not getting a proper response from your side.",
      "response": "Sir see, how it is, it's an online portal, right sir, so the team keeps changing."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}